Offering all unmanaged TV+ devices

Beginning August 1st, Retention offer only

TDS TV+ customer can be offered unmanaged equipment for all their televisions and devices. In an effort to retain and increase customer satisfaction, customers no longer need 1 managed receiver to use TDS TV+. The requirement of having 1 managed box is being removed.

Offering all unmanaged TV+ devices

It is important that we are asking questions in order to qualify the customer for this offer to prevent unsatisfactory customer experience. With these accounts the only equipment selection needed within Siebel, only need to add one:

Receiver=Customer Provided (SAVES Only)- Unmanaged STB


*ONLY to be added if customer is removing all physical STBs and going completely unmanaged.

TDS TV+ App

The TDS TV+ app can be downloaded with several types of customer provided hardware. Whenever a customer uses their own equipment to stream TDS TV+ we refer to the equipment as an unmanaged device.

*For a complete list of compatible devices, utilize the Streaming Job aid via the TV+ product page.

TDS TV+ Unmanaged Devices

These are the most common devices a customer should be able to download TDS TV+ and enjoy their service with:

1. Android phones and tablets
2. Apple phones and tablets
3. Amazon Fire TV Stick & Cube
4. Apple TV device
5. Smart TV's running Android TV
*ROKU is currently NOT supported


*All unmanaged devices are not supported by TDS, troubleshooting is best effort only

5 devices can run concurrently at the same time without disruption

5 Streams

A customer can add up to 7 personal devices to their TDS TV+ My Account.

7 Personal Devices

TDS TV+ Unmanaged Devices

Retaining TDS TV+

It can be difficult to speak with a customer that is upset or considering disconnecting services. However, unmanaged devices can be a great way to create value for customers and retain at risk TDS TV+ customers! We can use several retention techniques when customers indicate they are shopping around or are dissatisfied with their services.

Retention-Acknowledge

Many times the key to saving a customer comes down to costs and being able to save them money. This is not our only method to create a satisfied and loyal TV+ customer. Always remember to acknowledge a customer's frustration or dissatisfaction. A quick statement that reminds the customer you understand, would feel the same way, and are here to help will begin to make the customer more comfortable. Before we attempt to ask questions or offer solutions, acknowledge what has been said and how the customer feels!

Retention-Questions

It's natural to want to solve a customers problems right away. However, before we make a recommendation for a new offer, bundle, or provide bill credits let's get into the habit of slowing down and asking the customer some questions so we better understand the situation. This will help us clarify what the true issues are and which recommendation is going to work best for the customer. Keep a friendly and positive tone and remind the customer that these questions will help you come up with the perfect solution.

Retention- Questions

Asking thoughtful questions about a customers TV situation can increase the likelihood of retaining TV+. In order to recommend unmanaged equipment for some or all of the customer's televisions we need to ask questions that confirm they would be a good candidate.
Examples:
-What devices are you watching your favorite content on?
-Do you have the TDS TV+ app on any personal devices, Firesticks, Apple TV's, Smart TV's, etc....?
-How comfortable are you downloading streaming apps and logging in with usernames and passwords?
-If there's a technical issue with streaming device or app, are you able to fix it relatively quickly by yourself?

Retention- Solution

Once you've asked your questions and gotten to know the customer's needs, it's time to personalize a solution based on what you've learned!

-Reinforce value of the TDS services
-Remind customers we appreciate them and their business
-Offer available promotions and or save credits based on needs
-Recommend unmanaged TV+ equipment to those that are comfortable and technically savvy in order to provide more savings.

Retention-Solution

Example of offering unmanaged TV+ equipment

"Based on your feedback, we just came out with a new a new video solution that may fit your needs. You are currently paying for xx set top boxes. We can remove all of those from your account to reduce your bill. A few limitations of this solution, technical support is limited and the HBO channel is not available through your package. You can still integrate the Max app to get your favorite HBO content."

TDS TV+ Limitations

It's important to be aware of limitations in the same way we are aware of the strengths of TDS TV+

Remember when recommending all TDS TV+ unmanaged equipment solution to lower costs that technical support from TDS will be lower compared to technical support we can provide to managed equipment.

*Ensure return equipment boxes are included on orders when customers are removing TDS TV+ managed boxes.

TDS TV+ Repair Limitations

If customers choose the unmanaged TV+ option they will have limited repair support available to them. Examples of support include: password & username resets and login issues.

* Tech support will be very limited and important we’re not setting up customers that aren’t a good fit for unmanaged devices. TDS will NOT roll a truck if the customer has an unmanaged account.

​TDS TV+ Limitations

Also, TDS TV+, whether on managed devices or unmanaged devices, is designed to be used within the home network. Customers will not be able to take a personal unmanaged device to different location and utilize the TDS TV+ app.


*Customers can utilize programming outside the home network with TV Everywhere (TVE)

Thanks for you focus during this training!

Don't forget to thank the customers for choosing TDS and for giving TDS an opportunity to continue to earn their business. We should always be recapping important changes to accounts and providing a good summary of monthly and any and all one time costs.